A STUDY ON CUSTOMER SATISFACTION LEVEL TOWARDS YAMAHA MOTORS PVT.

LTD Dear Respondent, I AM HASSAN TANVEER pursuing Second year MBA at P.A COLLEGE OF ENGINEERING, Mangalore. As a part of my curriculum, I have undertaken a project work titled CUSTOMER SATISFACTION LEVEL with regard to this, I request you to kindly fill in the questionnaire and tick in the appropriate places, kindly oblige by filling in the questionnaire as sincerely as possible. I further bring to your kind notice that the information provided by you shall be kept confidential and will be used for academic endeavors.

PART 1
1. Name (optional)

2.

Gender (a) Male Age (years) (a) Below 20 (d) 40-50 (b) 20 30 (e) 50-60

(b) Female (c) 30 40 (f) Above 60

3.

4. Annual income (Rs P.a) (a) Below 2 lacs (c) 5 10 lacs 5. Occupation (a) Student (d) Employed 6. Marital status (a) Married 7. Educational Qualification. (a) SSLC (d) PG

(b) 2 5 lacs (d) above 10 lacs

(b) Professional (e) House wife

(c) Business (f) others

(b) Single

(b) PUC (e) Professional

(c) UG (f) others

PART 2 6. Which motorcycle do you have? a) Hero Honda f)Yamaha b) Bajaj c) Honda g) other please specify d) TVS e) Suzuki

7. Which model do you own? YAMAHA: a) Yamaha FZ BAJAJ: TVS: a) pulsar a) flame b) Fazer b) discover b) apache b) CBZ c) YAMAHA R15 c) CT 100 c) star city c) Karizma d) other d) other d) other d) other

HERO HONDA: a) passion + if Other please specify

8. How did you first learn about the motorcycle you purchased? a) Dealership e) magazine articles b) friend f) saw one in use c) product show d) family g) if other please specify

9. Since how long do you own a bike? a) 0-1 year c) 2-3year b) 1-2 year d) above 3 year

10. For what purpose do you use your motor bike? a) Office purpose c) Joy purpose b) personal use d) other

11 .Does advertisements influence your decision in choosing a Yamaha bikes? a) Yes b) No

12. Do you have full knowledge about bike before you purchase? a) Yes b) No

13. Which factor below influence your decision? a) Price e) status symbol b) mileage c) quality f) if other please specify d) resale value

DURING SALES EVALUATION: 14. When you bought your new motorcycle, how satisfied were you with the performance of the dealership sales personnel on each of the items below?

Factor attitude (friendliness) Explanation of product features Explanation of sales terms and conditions.

Strongly Disagree

Di agree

Neutral

Agree

Strongly agree

15. How satisfied are you with the dealer shop? Factor Product display Cleanliness Atmosphere PERFORMANCE OF BIKE 16. How do you rate your satisfaction with regards to performance of your bike? Factor Price Pick up Maintenance Fuel consumption Look/ shape AFTER SALES EVALUTION: 17. After you bought your new Yamaha, did the dealer staff; Factor
Salesman follow up for first experiences did the dealership remind you for first services due Did the dealership take prompt actions to your complaints

Strongly Disagree

Di agree

Neutral

Agree

Strongly agree

Strongly Disagree

Disagree

Neutral

Agree

Strongly agree

Strongly Disagree Disagree

Neutral

Agree

Strongly agree

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